Customer Service Manager

SAM ELIAS

P.O. Box ****, STN A, Calgary, Alberta, T2H 1X9

E-mail: *******@*******.***

Phone: 403-***-****.

Profile: Over 15 years of office management, with a background in customer service, administrative support as well as operations management and sales experience. Strong ability to recognize problems, opportunities and develop innovative solutions. Thrives in a challenging environment which factors creativity, promotes teamwork among employees and supports continuous learning process.

Experience:

2014 – 2017: Ultra Lite Doors, Calgary, AB.,

as a Service Administrator & Dispatch Coordinator;

● Coordinated appointments for customers needing company’s services, from repairs to installations

● Advised on and sold products and services as required by customers’ needs

● Resolved customer concerns where, reassessment of services where required and disputed charges incurred on behalf of the client

● Provided written quotes for services as requested

● Performed tasks related to invoicing customer detailed services and related charges

● Managed and coordinated field technicians to assigned job sites, to perform requested services as needed by customers

● Audit services performed, to be sure they follow company’s protocols

● Assisted in and met 100% monthly & quarterly targets, set for my department’s goals.

2005 – 2014: Alberta Home Services, Calgary, AB.,

as a Customer Service/Operations Assistant Manager;

● Dual role as Customer Service and Office manager of 10 staff to oversee day to day operations. Ensured office runs smoothly, met customer satisfaction standards

● Covered Operations Manager role as required

● Managed call centre operations

● Troubleshoot and problem solve customer concerns; apply critical thinking and assessment of each situation. Listened thoroughly, asked appropriate questions to rectify situation

● Managed budgets, achieved >100 % established sales targets while minimizing loses, with an intuitive approach to improving operational effectiveness

● Researched vendors as required for managing budgets. Created RFP and selected best choice to meet company needs

● Used personally developed analytical techniques, to evaluate call centre and office operations, to keep in line with company expectations

● Co-ordinate and respond to concerns with regards to current new home builders

● Specialized role to market and create new business with new home builders to expand market share

● Overviewed completion of payroll for staff bi-weekly

● Managed call centre operations to be efficient and effective. Utilized various data reports to gather and interpret information, which is then passed on to management

●Provided coaching to customer service representatives on individual performance to increase efficiencies

● For general situations, provided innovative solutions, such as effective routing of field staff to save on fuel costs for the company

● Administered employee benefits initially on the start of my tenure, then provided training to delegated individual. Also provided some guidance regarding various HR components such as payroll and benefit’s details

● Maintained daily dispatch and co-ordination of service technicians in the field; exercising critical thinking skills when needed to resolve with minimal customer impact

● Trained/Hired new staff; conducted performance management reviews yearly AND ongoing coaching as required

● Anticipated impact of new tends, products and current/upcoming corporate initiatives

● Rated as a positive leader with good results on performance reviews by the Operation’s Manager

● Proficient in POS systems for payments and refunds.

2003– 2005: TFE Consulting Inc., Calgary, AB.,

as an Executive Real Estate Investor/Advisor and Manager;

● Co-ordinate Sales Meetings;

● Train new staff members in product and sales techniques to accomplish job at hand

● Submit weekly sales reports (verbal and written) to General Manager, to assess ongoing deal closings and revenue

● Dealt with customer service issues and resolved in a timely manner (usually 24 hrs)

● Met with potential clients to determine real estate investment goals. Followed processes to determine qualification. If qualified, created short list of properties to present as options

● Acted as broker to create opportunities for investment to potential buyers.

1998 – 2003: Canadian Imperial Bank of Commerce, Winnipeg, MB.

as an Account Manager;

● Managed portfolio consisting of 250 clients

● Actively participated in marketing campaigns

● Provided investment strategies and advice on CIBC products and services

● Held management meetings with staff to discuss and review business plan, sales strategies and customer relations.

1992 – 1998: Worked in an entry level position initially and then gradually achieved several promotions within Canadian Imperial Bank of Commerce, Winnipeg, MB.

Education:

1993 – 1998: Took several Customer Service and Business Management courses at CIBC.

Achieved Investment Funds of Canada certification, to sell Mutual Funds.

1992 – 1998: Attended University of Manitoba (Part-time), Winnipeg, MB.

June 1991: Attained Grade 12 High School Diploma, Dakota Collegiate, Winnipeg, MB.

References available upon request.

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